Draga Rhea,
Hvala vam puno što ste podnijeli žalbu. Žao mi je što čujem za vaše negativno iskustvo. KYC je veoma važan i suštinski proces, tokom kojeg kazino osigurava da se novac pošalje pravom vlasniku. Bojim se da ćete morati da prođete kroz ovaj proces ako želite da podignete svoj dobitak.
Traženje bankovnih izvoda nije ništa neobično, te bih vam preporučio da u potpunosti sarađujete sa kazinom i dostavite svu potrebnu dokumentaciju (u dovoljnom kvalitetu) što je prije moguće.
Obavještavajte me i obavijestite me kada dostavite tražene dokumente ili ako ima bilo šta novo u vezi s ovim problemom.
Jedva čekamo čuti od vas.
Srdačan pozdrav,
Kristina
Dear Rhea,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. The KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. I am afraid you will have to go through this process if you want to withdraw your winnings.
Asking for bank statements isn't anything unusual, and I would recommend that you fully cooperate with the casino and provide all the necessary documents (in sufficient quality) as soon as possible.
Please keep me updated and let me know when you provide the required documents, or if there is anything new regarding this issue.
Looking forward to hearing from you.
Best regards,
Kristina
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